Technical Support Leadership Specialist

5 days ago

Melbourne, Victoria, Australia NetApp Full time

At NetApp, we are seeking a highly skilled and experienced Technical Support Manager to join our EMEA technical support team.

The ideal candidate will have 3-5 years of experience in technical support management, preferably within the technology or cloud industry, with a strong operational understanding of technical support operations, including incident management, problem resolution, and customer service best practices.

This role demands exceptional people management skills, with a track record of developing and motivating teams, as well as excellent verbal and written communication skills, with a proven record of effective customer communication and soft skills.

We are offering a competitive salary of approximately $80,000 - $110,000 per annum, depending on location and experience, plus benefits and opportunities for professional growth and development.

Key Responsibilities:

  • Operational Excellence: Oversee daily operations of the EMEA technical support team, ensuring efficient and effective resolution of customer issues.
  • Change Leadership: Drive continuous improvement initiatives and implement changes to enhance support processes and customer satisfaction.
  • People Development: Mentor, coach, and develop team members to achieve their full potential and foster a collaborative, high-performing team culture.
  • Performance Coaching: Provide regular feedback and coaching to team members to improve performance and achieve team goals.
  • Cross-functional Collaboration: Work closely with engineering, sales, and product management teams to address customer needs and provide feedback for product enhancements.

Requirements:

  • 3-5 years of experience in technical support management, preferably within the technology or cloud industry.
  • Strong operational understanding of technical support operations, including incident management, problem resolution, and customer service best practices.
  • Exceptional people management skills, with a track record of developing and motivating teams.
  • Excellent verbal and written communication skills, with a proven record of effective customer communication and soft skills.

What We Offer:

  • A competitive salary of approximately $80,000 - $110,000 per annum, depending on location and experience.
  • Benefits, including health insurance, retirement plans, and paid time off.
  • Opportunities for professional growth and development, including training and education programs.

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